Service Delivery Manager

Salary: NZD 160000 - 180000 per annum

We're recruiting on behalf of an established technology business that's entering a really exciting phase of transformation. They're looking for a Service Delivery Manager to lead the customer experience across New Zealand and Australia and build a service function that's proactive, scalable and genuinely customer-focused. This is a role with real influence. You'll be responsible for bringing together support, customer engagement and implementation, creating a more connected experience for customers and helping shape how the business delivers service in the future.

It's a broad leadership role, but it's definitely not one where you'll sit on the sidelines. You'll be just as comfortable setting strategy and improving processes as you are jumping into a customer escalation, supporting a major implementation or working through an operational challenge with your team. You'll have three experienced leaders reporting into you, along with a wider team across New Zealand and Australia. The foundations are there — what they're looking for now is someone who can bring structure, clarity and continuous improvement to the way the function operates.

What you'll be doing

• Building and leading the overall service delivery strategy and roadmap.
• Creating clear service commitments, service levels and customer expectations.
• Introducing stronger incident, escalation and problem management processes.
• Leading the customer support function across New Zealand and Australia.
• Improving the customer journey from onboarding and implementation through to ongoing support and renewal.
• Strengthening the handover between implementation and support.
• Developing customer engagement, training and enablement programmes that scale.
• Driving more predictable implementation delivery, including planning, resource management and go-live quality.
• Building meaningful service reporting, customer insights and operational KPIs.
• Using customer feedback, NPS, CSAT and service data to identify opportunities for improvement.
• Partnering closely with product and engineering teams to ensure customer issues are being addressed at the source.
• Exploring how AI and automation can improve customer service, knowledge management and operational efficiency.
• Coaching and developing leaders while building a high-performing, customer-focused culture.

This is the kind of role where you'll have the opportunity to build something, not just maintain it. There are plenty of opportunities to improve processes, introduce better ways of working and create a service experience that customers genuinely value.

We're looking for someone who brings

• 10+ years' experience across service delivery, customer operations, customer support or professional services, including at least 3 years in a senior leadership role.
• Experience building or significantly improving a service function.
• A strong background leading managers and developing high-performing teams.
• Experience running customer support operations, including service levels, escalations, incident management and performance reporting.
• Experience delivering implementations, onboarding or professional services against committed timelines.
• A customer-first mindset and the confidence to handle complex customer conversations.
• Strong operational and commercial thinking, with the ability to use data to drive better decisions.
• Experience working across multiple locations or markets.
• A hands-on leadership style -you're happy to roll your sleeves up when the situation calls for it.
• Practical experience using AI or automation to improve service or operational processes.

Experience in healthcare, financial services, government, telecommunications or another regulated or high-consequence industry would be highly regarded. Experience with SaaS businesses, large-scale technology implementations or service platforms such as Zendesk, ServiceNow or HubSpot would also be an advantage.

We're particularly interested in people who've worked in organisations where customer service needed to evolve. You might currently be a Head of Service Delivery, Customer Operations Manager or Senior Service Delivery Manager looking for a role with broader ownership and the opportunity to make a genuine impact.

If you enjoy building better systems, leading great people and creating customer experiences that actually make a difference, we'd love to hear from you.